Irvine, February 19, 2014 -- (BOOTH #614) Zeacom, an Enghouse Interactive company and leading provider of multi-channel contact center
process automation solutions, today announced its participation as a Silver Sponsor, along with details of its multi-faceted presence at the sold-out Microsoft Lync Conference 2014 in Las Vegas later this month.
“Enghouse Interactive offers a comprehensive suite of offerings that are both qualified and integrated with Microsoft Lync 2013, and which enable streamlined communications and empower agents to deliver an exceptional interaction in any customer
-facing environment,” said Enghouse Interactive Channels President, Ernie Wallerstein.
Of note, is that Erin Romeo, Enghouse Interactive Manager for Business Development, delivered a presentation on customer experience best practices.
: Using Lync for Exceptional Customer Communications
: Erin Romeo, Enghouse Interactive Manager for Business Development
: Monday, February 17, 2014, 6:55 PM
: Partner Theatre (EXPO HALL)
Enghouse Interactive and Zeacom executives will demo the power
and extensive functionality of their myriad solutions from their Lync Conference booth #614, including a multi-channel contact center, IVR, call/screen recording and evaluation system
, and knowledge management portal. Specific products to be represented include:
Enghouse Interactive Communications Center
: Also known as Zeacom Communications Center, the solution is a multi-channel application for agents to manage contact center communications using the full capabilities of Lync 2013. TouchPoint, the redesigned user interface, empowers agents to deliver high-value interactions with a choice of voice, email, and Internet communications that maximize customer satisfaction and leverage the power of Lync 2013. With its lightweight, intuitive, and context-sensitive interface, TouchPoint leverages the entire collaborative strength of Lync combined with tools for agent knowledge and control.
: Tools include a natural language search engine and structured knowledge base that provide a customer portal for web self-service and an integrated agent portal to enable rapid answers to customer questions and service requests.
Quality Management Suite
: The suite is an integrated quality management and contact center optimization solution that enables recording and evaluation of any Lync-based communication, voice or on-screen, to facilitate coaching and continuous improvement of customer interactions.
Analytics and Management Tools
: This collection of resources now includes a new Microsoft Surface tablet-based interface for supervisors to view and control contact center operations in real-time
, from any location.
“We are elated to participate in Lync Conference 2014, and look forward to engaging with our colleagues in the Lync community,” added Ernie Wallerstein.
With offices and staff located throughout North America, Europe, and Asia-Pacific, Enghouse Interactive has the worldwide resources to support Microsoft’s global customer base, working hand-in-hand with Lync customers and partners in all aspects of pre-sales activity, design, deployment, and maintenance.
Zeacom, an Enghouse Interactive company, is a leader in communications solutions delivering Multi-Channel Contact Center, Business Process Automation and Unified Communications functionality that brings customers closer. Established in 1994, every day more than 4,000 sites rely on Zeacom's enterprise-quality solutions to improve the customer experience, increase productivity and understand their communications workflows.
Zeacom is a member of the Microsoft Partner Network with Gold competencies in Application Development, Application Integration and Communications. With offices in North America, Northern Europe and Asia Pacific, Zeacom has partnered with NEC for 18 years, is a Cisco Premier Partner and a registered member of the Avaya DevConnect program.
For more information go to http://www.zeacom.com.
ABOUT ENGHOUSE INTERACTIVE
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The Company develops the most comprehensive portfolio of interaction management solutions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud . Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the Company's international operations.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol "ESL." Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio and Zeacom.
Learn more at http://www.enghouseinteractive.com.